ClawFirewallClawFirewall

Refund Policy

This Refund Policy applies to prepaid balance and top-up related refunds for ClawFirewall (the “Service”).

1. Prepaid nature

The Service uses a prepaid model: balance you add is deducted based on actual usage (e.g. API calls, token consumption). Once used, balance is consumed and is generally not refundable simply because it was not fully used.

2. When we may consider refunds

  • Duplicate charges: if the same usage was charged more than once, we will refund the overcharge after verification.
  • Abnormal billing: where system errors or billing bugs caused clearly unreasonable charges, we will correct or refund after verification.
  • Major service failures: where the service was unavailable or materially not as agreed due to our side, we may agree to a partial refund on a case-by-case basis.

3. How to request a refund

If you believe your case falls under the above, please submit a request through the contact channel provided on the website (e.g. “Contact us”) and, where possible, provide:

  • Your account and the approximate time period in question;
  • Relevant orders, payment receipts, or charge records;
  • A brief description and how you would like it resolved (e.g. credit to balance or refund to original payment method).

We will review and respond within a reasonable time. If a refund is approved, it will be processed to the original payment method or as balance, as agreed.

4. When refunds do not apply

  • Balance that has been consumed under normal rules (e.g. API calls or token usage already incurred) is generally non-refundable.
  • Charges resulting from the user’s own actions (e.g. mistaken use, account sharing leading to overuse) are typically not eligible for refund.

5. Relation to Terms of Payment

This Refund Policy supplements the Terms of Payment; matters not covered here (e.g. payment, deductions, disputes) are governed by those terms.

6. Updates

We may update this Refund Policy from time to time. Updates will be posted on this page. Continued use of the Service constitutes acceptance of the policy in effect at that time.